Service Response

Centralised Service Desk

Reliable support designed to give you confidence and maximise uptime. The M2 Service Desk provides a single point-of-contact to support your end users. Service calls are logged (either by phone, email or M2 Intelligence) via the M2 Service Desk and prioritized in accordance with your SLA. Our comprehensive support, spans quick resolution techniques, over the phone training, remote call resolution and proactive management to maximize fleet uptime.

Three Levels of Expertise

We assist and respond effectively though 3-tiers of support with 1-4 line expertise, including Diagnose Before Despatch and Customer Technical Support teams, plus senior software, IT and hardware specialists.

1st Line Single point of contact Service Desk logs calls, clears basic issues.
2nd Line Technical Support, plus Network Helpdesk to solve non-hardware issues by phone or remote connection.
3rd Line Technical Specialists, Regional Service Managers & IT Professional Services support complex issues.
4th Line We work with together our OEM partners in the rare event that an issue cannot be resolved in-house.

 
 
Key Points

  • 17% of all calls are closed over the phone, minimising on-site disruption
  • 20% DBD closure target to further maximise uptime
  • Over 120 service and support specialists are dedicated to supporting our customers.

Automated Toner Replenishment

Toner ordering is fully automated through M2 Intelligence. We automatically replenish your toner when it reaches a low threshold for best in class consumable control.  
 
Key Benefits

  • No need to keep toner stocks
  • Here you can create the content that will be used within the module.

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0845 263 7262